ACD 2000 Skills-based Routing allows you to assign
agents to skill groups, for example Sales Group or Technical Support Group, in combination with
a skill level (between 1 and 256) for each agent that represents the agent's skill level relative to other agents in their skill group.
Each 3300 ICP can have multiple Agent Skill Groups or "agent skills", and 256 Skill Levels within each skill group. You can assign Skill Levels to any or all agents.
Agents who appear in more than one Skill Group may be assigned a different Skill Level for each group. Calls to a Skill Group are routed to the most skilled available agent based on their Skill Level. If the agents that are available have no skill level or are of equal skill priority level, the call is routed to the longest-idle agent.
ACD 2000 Skill-based Routing is an enhancement to the ANSWER PLUS Automatic Call Distribution II (ACD 2000) feature.
The following features must be programmed:
Before programming the ACD 2000 Skill-based Routing groups, program ANSWER PLUS MITEL Call Distribution (MCD) feature and ACD 2000.
Note: Skills based routing is enabled by default. You only need to assign the skill level of the agent.
To program skill level for agents:
In the ACD Agent Skill Groups form:
Set the Group uses Skill Levels field to "Yes"
For each agent, set the Skill Level to a value between 1 (highest skill level) and 255 (lowest skill level).
Note: An agent can appear only once in a single Agent Skill Group. To disable Skill Levels for an agent skill group, clear the Skill Level field of all agents, save the form, set the Group uses Skill Levels field to "No", and save the form again.
None.